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Survey Finds Big Business Is a Big Opportunity for Communications Service Providers (CSPs), But Challenges Remain

October 29, 2013
Survey Finds Big Business Is a Big Opportunity for Communications Service Providers (CSPs), But Challenges Remain

As Enterprise Integrated Communications and Technology Budgets Merge, CSPs Must Grow Their Product Offerings, Address Delivery Complexity and Service Quality Issues to Compete for New Business
October 29, 2013 – CAMBRIDGE, MA and READING, UNITED KINGDOM–(Marketwired – Oct 29, 2013) – ¬†Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) and a leading provider of Customer Relationship Management (CRM) solutions, today announced results of a comprehensive survey regarding integrated communications and technology (ICT) spending. The survey incorporates interviews with 280 decision makers controlling $13 billion in ICT spending across a range of sectors, including in financial services, healthcare, transport and logistics.
The study uncovers a massive opportunity for Communications Service Providers (CSPs) to grow enterprise revenues by offering a complete ICT service portfolio. Most (71 percent) companies surveyed have now merged their budget for Communications and IT solutions, and while 46 percent of respondents want to work with a single vendor only 11 percent of respondents believe that a single vendor can meet their diverse product needs.
“CSPs stand to capitalize from the consolidation in enterprise Communications and IT budgets, however they must overcome a reputation for high cost and complexity in the delivery of services,” said Russell Palmer, Industry Principal — Communications & Media at Pegasystems. “Our research shows that enterprises have a long-list of ‘must-fix’ issues for CSPs looking to capitalize on the ICT market opportunity, and quality of service is one of the most important attributes enterprises look for when selecting their ICT partners.”
Key Survey Findings:

  • 70 percent of respondents cited “too much complexity” as a problem when it comes to service. Additionally, 58 percent struggle, to some extent, with insufficient quality of service
  • 71 percent of respondents rated reliability as one of the “most important” factors when selecting a vendor, putting CSPs with a track record of network reliability in a good position to gain market share
  • 64 percent of enterprises plan to increase their mobile spending related to ICT solutions, placing CSPs with mobile network assets in the best position to gain market share
  • 89 percent of enterprises view CSPs as a credible provider of ICT solutions but have no channel preference for purchases between IT providers, VARs and CSPs. Those CSPs that can deliver quality customer service will differentiate themselves from the competition

Sponsored by Pegasystems, the study was conducted by Vanson Bourne in the US, UK, France, Germany and Italy. Almost half (46 percent) of respondents work at organizations of more than 3,000 employees and have an average annual combined IT and communications budget in excess of $46 million.
Supporting Resources:
To download the study, visit:
To download the Infographic, visit:
For more information on Pega’s communications & media solutions, visit:
To read more about Pega communications & media customers’ successes, visit:

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